• CX Club Podcast with Ian Williams

  • 著者： CX of M Radio
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CX Club Podcast with Ian Williams

著者： CX of M Radio
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  • The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation
    © 2024 CX of M Radio
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あらすじ・解説

The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation
© 2024 CX of M Radio
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  • Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise

    Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise
    2021/01/13

    Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.
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    12 分
  • Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point

    Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point
    2021/01/05

    Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?
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    9 分
  • Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business

    Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business
    2020/12/30

    Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
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    6 分

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